Welcome With the addition of the BMC's Service Desk Express IT Service Support for the Mid-sized Business, Remedy now offers the deepest and broadest IT service management solutions available today. BMC's Service Desk Express IT Service Support for the Mid-sized Business provides easy-to-maintain, easy-to-configure, and easy-to-implement best practice Service Desk applications that empower IT to deliver the lowest cost of support in the industry. Remedy IT Service Management for the Enterprise delivers comprehensive, ITIL-compatible best practices to help enterprise organizations align IT with overall business goals through proactive management of requests, assets, changes, and service level agreements. IT Service Management Solutions from Remedy enable organizations-from small help desks to geographically distributed enterprises-to automate support tasks, boost productivity, meet rapidly changing business needs, and monitor and manage the business processes involved in the delivery of IT services. BMC Service Desk Express Support Portal Product Supportability (pdf) What's Hot BMC Service Desk Express Support Policy - Internet Explorer 7.0 On October 19th, 2006 Microsoft released the new Version 7.0 Internet Explorer to the public. This release included many new features including, but not limited to, tabbed browsing, RSS support, and anti-phishing technology. Companies that have been beta testing IE7 will begin receiving the final version via automatic updates this week (October 20th). Microsoft plans to push down IE7 via automatic update to IE6 users starting next month (November), though users will get to decide whether they want to install it. Along with IE7?s new features and additional technology enhancements, a large amount of change has been introduced in the underlying architecture of the application and its compatibility with applications that previously worked with IE6. The Service Desk Express team has been testing IE7 since the beta was released by Microsoft but has been delayed from full testing of the application due to the changes in the browser architecture that required updates to the commercial BMC Automation/Load Testing environment and software. As a result, there are known issues with the operation of all versions of Service Desk Express and IE7 that are being addressed by the BMC sustaining engineering team. BMC is committed to providing support for IE7 as quickly as possible but also must maintain a focus on delivering continued support to our customers who are running IE6. The following outlines BMC's support plan for IE7: BMC will be announcing specific dates for expected certifications of BMC SDE Versions 8 and 9 in the near future. Prior to this date, BMC cannot support the use of IE 7.0 with our products It is recommended that BMC?s customers turn off the Auto Update feature for IE7 until the SDE testing has been complete and the announcement has been made that IE7 issues have been resolved. See Instructions below. As customers test with IE7, BMC Technical Support will accept reported issues and provide that information to BMC R&D for inclusion in future patches for SDE Version 8 and Version 9 Options for Blocking Automatic Delivery Microsoft recognizes that organizations may wish to postpone deployment of IE7 (for example, to allow time for user training or additional testing of browser-based internal applications and Web sites). Organizations using Automatic Updates to keep their unmanaged computers current can take one or more of the following steps to prevent users from automatically receiving IE7: Download and deploy the IE7 Blocker Toolkit. The nonexpiring Blocker Toolkit includes both a Group Policy template and a script that sets a registry key to prevent Automatic Updates and the Windows Update and Microsoft Update sites from offering IE7 as a high-priority update. The Blocker Toolkit and FAQ were released on July 26. Deploy an update management solution that provides full control over the updates you deploy to computers in your network. Microsoft offers the free Windows Server Update Services and the more advanced Systems Management Server 2003 update management products. Prevent users from running as local administrators on their computers. Users who are not local administrators will not be offered the update and can be restricted from manually installing IE7. Instruct users to decline IE7 when Automatic Updates notifies them that the update is available for installation. All users will have the ability to decline installation. LINKS Asset Management / Change Management White Paper Contact Us